Deploying an IVR System Can Increase Language, Menu Options
March 02, 2010
By Kelly McGuire, TMCnet Editor
When I think about using an interactive voice response, or “IVR,” system, I often reference experiences I’ve had where I’ve been trapped on a never-ending audio menu bar that I can’t seem to escape.
Another thing that sometimes torments me about IVR systems is that many automated agents that I deal with only offer English and Spanish as the language options.
However, all of that is changing now, as adopting an IVR system with new capabilities often means moving away from traditional bilingual models and opening new doors of opportunity.
Take a Qatar phone company who reportedly – after one month of introducing an IVR system to its operations – was able to expand its range of available language options to include Hindi.
Now, that’s not a menu option I’ve seen before.
According to Daniel Horan, director of Vodafone’s (News - Alert) Commercial Business Unit, Hindi speakers represent one of the largest expatriate communities in Qatar. Now that there’s a capability, this marks the first time that a Vodafone Group operating company offers a contact center in four different languages - English, Arabic, Malayalam and Hindi.
Kelly McGuire is a TMCnet Web editor, covering CRM and workforce technologies, and anchor of its daily TMC Newsroom video broadcast. Kelly also writes about eco-friendly 'green' technologies and smart grids, compiling TMCnet's weekly e-Newsletters on those topics, as well as the cable industry. To read more of Kelly's articles, please visit her columnist page.
Edited by Kelly McGuire